I asked to keep my landline number

[Cherry01]

Hello all.

I really need some help. I signed up to BT fibre 2 on the 4th December. I was told it would be live on the 19th December as this was the earliest they could arrange it.

I  specifically asked to keep the landline number that my uncle had for over 25 years. I double checked and the lady said yes you will keep your landline number. I checked again incase.

My uncle has not long passed away and I had moved in. I wanted to keep the number as so many people had it. I am vulnerable with multiple health issues, that's another reason why it was so important to keep it, everyone can contact me. Now they won't be able to. 

The broadband is meant to go live sometime today and I just saw in my BT "Your new number is 014** *** *** I was not informed of this and I would've cancelled it all.

I'd checked with the lady 3 times and was reassured I would get to keep the number.

I've seen it has happened to others and one manage to get his old number back.

Please, please can someone help me with this,  so I too get the old number back. I'm finding it all so stressful. I'm still grieving and this is just the last straw! 

Thank you in advance.

[Keith_Beddoe]

@Cherry01 

Welcome to this customer to customer help forum for BT Residential phone and broadband customers.

The only BT employees on this forum are the moderators, who no longer have account access.

Normally when an account is closed, then the number is lost.

Sometimes a new number has to be issued first before the original number can be restored, assuming that the number was owned by BT.

If more than 28 days has passed since the your late uncle`s account was closed, then its not possible to get the number back.

[Keith_Beddoe]

@Cherry01 

You may find this page of help.

https://www.bt.com/help/here-for-you

[Cherry01]

Thank you answering @Keith_Beddoe 

It was a BT line and number from over 25 years ago. 

He went with Now tv broadband/phone couple of years ago. I did not close the account when he passed. I am living there.

I changed to BT as Now tv broadband was too expensive after 2 years with them.

I specifically asked to keep this number. But the email I received said there would be a new number.

Not sure what to do. If there's anything I can do.

[Keith_Beddoe]

It sounds like Now TV have not released the number back to BT. Did you get any notification from Now TV that you were leaving?

[Cherry01]

Hello @Keith_Beddoe 

I spoke to a really decent advisor on the live chat today. He really went above and beyond. I have to call the Values team tomorrow and then I should have my old number back as I requested. 

I will let you know if it's successful.

😊

[Cherry01 · Accepted solution]

@Keith_Beddoe
Just a quick message to say I have my old number back.
So to anyone with the same problem, contact them and ask for the BT values team and they will port the number you want to keep, manually. It does not do it automatically!

Thanks. Have a Happy New Year & 2025 x